Une logistique soutenue par des communications améliorées

Aramex ANZ is a leading logistics provider serving the Australia and New Zealand regions. “We offer a cost-effective, reliable, timetabled courier service,” said Ruby Wolff, COO of Aramex ANZ. “Backed up by the latest innovative technology and real-time track and trace facilities, Aramex Australia & New Zealand is the ideal choice for businesses of all sizes, domestic and international.” As part of that commitment to using the latest technology, Aramex was in search for a communication partner to enhance their customer communications.

Coordonner la logistique pendant une pandémie

With a sudden, global rise in shipping and forced remote work due to COVID-19, Aramex’s support team was quickly inundated with a sustained higher volume of support tickets. Most of these tickets are for customers who want to track, schedule, or reschedule their deliveries. While this is relatively easy for an agent to help with, it often involves several back and forth communications, which take up agent time. 

With the rise in ticket volume, Aramex needed to help their team  be more efficient to best serve their customer. That meant finding a partner that could help make customer communication more automated and more effective.

"Nos clients et notre équipe l'adorent car il est plus rapide et plus facile de répondre aux messages WhatsApp que de prendre des appels ou de rédiger des réponses par e-mail."
ANZ COO, Ruby Wolff

Des communications entièrement centrées sur le client

Aramex chose Bird’s omnichannel Inbox because it enabled them to communicate with customers on their preferred channels, while also coming with automation tooling they needed to build effective deflection for their support team. Quickly, Aramex deployed Inbox and implemented automated communication flows using Flows. 

Une augmentation de la productivité pendant une période de communication accrue

Now, Aramex customers can reach Aramex on their preferred channels (WhatsApp, WeChat, Messenger, SMS and Google Business Messages), and they can track and reschedule packages, find branch locations, and more all through automated flows. Together, this allowed Aramex to manage 2.7 chats per one phone call, increasing their productivity by almost 3x. 

De plus, en détournant les demandes d'assistance les plus courantes grâce au site omnicanal chatbots et au site personnalisé flows, les agents d'Aramex sont en mesure d'assister plus efficacement un plus grand nombre de clients sans avoir à résoudre manuellement les tickets de routine.

"En ajoutant le composant d'automatisation, les clients bénéficient d'un flux de support continu, trouvant des réponses à leurs questions plus rapidement et plus efficacement que jamais auparavant."
ANZ COO, Ruby Wolff